Summary
Overview
Work History
Education
Skills
Timeline
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Craig Craddock

Norfolk,VA

Summary

Dependable, Experienced, and Motivational Call Center Manager who knows how to inspire team members to excel in their job functions. Has excellent managerial and communication skills. A strong leader who leads by example. A leader who brings more than 20 years of Management, Collections and Customer Service ExperienceA

Overview

18
18
years of professional experience

Work History

Collection

ABNB Federal Credit Union
Chesapeake, VA
01.2021 - Current
  • Monitored delinquency rates, audited overdue accounts, and managed accelerated members to enhance management efficiency
  • Analyzed and evaluated recommended legal actions, assigned attorneys, and managed costs
  • Participated in court proceedings, collaborated with investigators, and initiated legal actions as needed.
  • Monitors and balances GL's for all Collection Departments
  • Identified and communicated to senior management trends of loan underwriting that led to delinquent and charge-off accounts
  • Generated and distributed daily delinquency reports to provide consistent updates on customer payment statuses
  • Timely coaching and performance reviews of supervisor completed as part of administrative duties

Collections Manager

Tidewater Finance Company
Virginia Beach, VA
02.2016 - 12.2020
  • Establishing work priorities and making decisions within established guidelines
  • Monitor system to ensure minimum number of abandoned calls
  • Consistently upheld company policies and procedures
  • Conduct thorough account reviews to ensure associates complete account tasks efficiently
  • Managed all escalated issues
  • Coached supervisors on performance
  • Enhanced Call Center performance by providing supervisors on-call support.
  • Supported efforts to promote positive work atmosphere in the department

Operations Manager

PRA Group Inc
Norfolk, VA
02.2009 - 01.2016
  • Monitored call performance of team members against standards
  • Coached and mentored team members utilizing data from diverse sources
  • Maintained performance records/reports of team.
  • Conducted training sessions for team members, familiarizing them with updated policies and procedures.
  • Conducted performance reviews, recommending salary changes
  • Establishing and maintaining a teamwork-oriented environment
  • Managed and optimized staffing levels.
  • Provided verbal and written counseling to address inappropriate behavior

Treasury Service Manager I

Bank of America
Norfolk, VA
10.2006 - 06.2008
  • Managed a small to medium-sized unit
  • Demonstrated solid understanding of the entire service fulfillment process
  • Built and managed client and business partner relationships to enhance overall client satisfaction
  • Met service level agreements and staffing requirements to ensure client satisfaction in a timely manner.
  • Managed expenses and performance effectively
  • Streamlined operational processes, reduced attrition rates, and forecasted trends to optimize efficiencies
  • Managed compliance and audit controls to mitigate risk for both clients and the financial institution

Education

Norfolk State University
Norfolk, VA

Skills

  • Credit Control
  • Collection Software Knowledge
  • Empathy and Tactfulness
  • Debt recovery expertise

Timeline

Collection

ABNB Federal Credit Union
01.2021 - Current

Collections Manager

Tidewater Finance Company
02.2016 - 12.2020

Operations Manager

PRA Group Inc
02.2009 - 01.2016

Treasury Service Manager I

Bank of America
10.2006 - 06.2008

Norfolk State University

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Craig Craddock